Manager, Post Sales Strategy & Operations (Pro Focus)

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The Manager - Post Sales Strategy & Operations is an integral role on the Revenue Strategy & Operations team directly partnering with ServiceTitan’s Pro Products leaders to make ServiceTitan’s customers extraordinarily successful. Pro Products are a critical, and highly valuable component of the ServiceTitan Ecosystem and represent some of the most impactful expansion opportunities for our customers and ServiceTitan.

The Post Sales Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment. 

This specific role will focus on a mix of strategic and operational projects supporting post sales while also working closely with counterparts who own other components of the customer journey (GTM, Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience. The role will include a mix of (1) oversight of day to day operations, process, and production of professional services (onboarding) and customer success ; (2) process optimizations to design a best in class post sales experience for our customers; and (3) strategic “special projects” focused on high-level impact the business can drive for ServiceTitan. The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work. S/he will be able to quickly jump in and take day-to-day ownership of key post sales initiatives and their outcomes.

As a Manager of Post Sales Strategy & Operations, you will: 

• Analysis and Insights:

  • Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities

  • Use SQL / Tableau to construct data sets and build dashboards reporting on program health, operational execution, and outcomes from strategic initiatives

  • Generate and present insights / recommended actions to senior leadership to help drive outcomes for our pro products team

  • Look around corners to understand where opportunities exist to improve post sales team effectiveness and customer experience 

• Operational Strategy

  • Be forward-thinking on business cases and problems, and how the various post sales functions can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)

  • Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc.

  • Solve the toughest customer and internal team pain points to help make our customers successful

• Special Projects: 

  • Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration

To be successful in this role, you will need:

• 4-6+ years of work experience in a combination of high growth tech companies and/or management consulting

• Experience managing teams to work cross functionally and deliver on high visibility initiatives

• Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred

• Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])

• Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred

• Ability to distill complex issues into concrete action plans, manage execution, and drive results

• To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems

• To know how to balance getting the details right while still moving fast

• Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you t